How to create a Salesforce Centre of Excellence

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By Jennifer Wood

October 10, 2021
6 min read

Managing Salesforce is a team effort and involves buy-in from all levels of the organisation to support ongoing success, whether you’re a solo admin or a wider team. This is where a Salesforce Centre of Excellence (CofE) come in. Never heard of it before?  Let me explain more……

A Salesforce CofE basically acts as a central governing body for the entire organisation. It brings together stakeholders from across the organisation to create a single, well-defined group that is responsible for making decisions when it comes to Salesforce. 

Without an effective CofE you may struggle to:

  • Prioritise requests and workload
  • Get sign off for new products, features and requirements
  • Secure resources for developing the CRM
  • Get different teams/departments bought into the CRM
  • Design and roll out a CRM road map for the future.
  • Report on the ROI of the CRM
  • Maximise user adoption if communication is unclear

We wanted to share tips on how to set up a Centre of Excellence to make sure you have a good governance structure in place to support the ongoing planning, management and maintenance of your salesforce system to reduce user frustration and poor adoption.

We have summarised the key elements in the diagram below:

The Centre of Excellence is responsible for the CRM Strategy, managing governance and setting and evaluating the metrics of success. To achieve success, they are responsible for allocation suitable resources and helping to determine priorities for investment and time of the technical team.

Typically the group would meet monthly or quarterly depending on the level of transformation taking place.

What are some of the essential ingredients for the Centre of Excellence?

  • CRM Strategy, Roadmap & Action Plan – The CRM Strategy clearly outlines the business case and performance metrics that the CRM is expected to support with stages of implementation and justification for investment. It should facilitate decision making to create a detailed road map, agreed deliverables and a clear progress report on ROI.
  • Cross-Departmental Team – A CofE requires a cross-departmental decision making team with bottom up and top down representation.
    • An internal leader should be appointed as the Executive Sponsor. They will typically lead the COE representing the business vision, goals and priorities.
    • Senior management representatives who are responsible for sponsorship, business analysis, compliance and/or adoption of Salesforce CRM within their department or cross-departments.
    • Salesforce Technical/Project Lead – Will have oversight of the roadmap, project development and the backlog informed by on the ground business analysis and the technical implementation team. They are responsible for communicating new requirements, agreeing prioritisation, and reporting on work in progress or completed.
    • Agile Project Management Lead – Will have manage the what, when and how things will be scheduled for implementation with oversight of internal and external influences.
    • Change Management Lead – Will manage a communication strategy to communicate the why, what and when of digital transformation changes, with input from senior exec level to the salesforce team.
  • Investment in Business Analysis – The Salesforce Technical/Project Lead will prepare for these meetings by collating high level requirements, estimated effort and the associated business case by working closing with a delivery team. Individuals may wear one or more hats in this function, but the common roles are:
    • Salesforce Champions are representatives within departments who oversee user adoption, identify challenges, uncover requirements, and report these to the senior managers.
    • Business analysts elicit detailed requirements with teams/departments to produce the business case and requirement log.
    • The Salesforce Technical team are responsible for building and managing the system day to day to understand progress, challenges, and outcomes.

This content is shared from our Consultancy Skills course. Visit our course training page for more details. We also deliver in-house training for companies who want to skill up their CofE team. 

“How to Build a Career in Salesforce DevOps” at the Gearset Summit – October 14th 

Are you thinking about building a career in Salesforce DevOps?

Tune in to the #GearsetSummit to get some practical advice from the experts: Lucy Mazalon (Co-Founder, Salesforce Ben) and Heather Black (Founder and CEO, Supermums )

Register to join Heather and Lucy live on October 14th, 9:45am PT.

CPD Office Hours with Linvio – 19th & 27th October

This month part of our CPD programme we are upskilling Salesforce professionals in the world of integrated payment and e-commerce solutions.

We have partnered with Linvio to talk through best practice tips and approaches to payment integrations and give a practical demonstration of their great e-commerce solution that might be a suitable product for your brand.

Join our office hours on 19th & 27th October. Register here to join in the fun.

Find out more about the Salesforce Admin course with our Live Q&A Session – 21st October

Our flagship, sell out Salesforce Admin course is next starting in November. If you’ve got some questions or need to know more before taking the step and signing up, join our success team to get your questions answered on 21st Oct at 7pm BST / 11am PT.

Learn about course content, benefits, timings, prices and why you should train with Supermums! Regsiter to join.

If you have a question that can’t wait, book a call with Chelyn or Abby.

Focus on Force now included with our Admin course!

Get the knowledge and confidence to pass that exam by using Focus on Force now available to our Admin trainees currently studying with us.

If you are a Supermums trainee on our Admin course, you will now get access to FREE mock exams to help you feel prepared to take the exam and ultimately get that job! To get access to these, just participate in our study prep sessions where you’ll be given your unique access code. 


Written By:

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Jennifer Wood
Jennifer's role is to look after global marketing, PR, events and all things social media. She also look's after the Supermums Brand Ambassadors to help grow and share the love of Supermums.

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